Experienced eCommerce Specialist - Video Chat and Digital Experience Expert for Exceptional Guest Service Delivery

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional guest experiences through our innovative services and cutting-edge technology. As a leader in the industry, we are committed to providing outstanding support to our guests, particularly those with disabilities. Our team of dedicated professionals is entrusted with the rewarding responsibility of ensuring that every guest has a magical and memorable experience. If you have a passion for sharing excellent guest service and are looking for a challenging and rewarding role, we invite you to join our team as an eCommerce Specialist - Video Chat.

About the Role

As an eCommerce Specialist - Video Chat at blithequark, you will be responsible for providing support to our guests with disabilities, assisting them in registering for our Disability Access Service, and ensuring that their digital experience is seamless and enjoyable. You will be the primary point of contact for our guests, providing information, answering questions, and resolving issues related to accessibility services. Your expertise in planning bookings and proficiency in using our various services and applications will be essential in delivering an outstanding experience to our guests.

Key Responsibilities

• Proactively answer guest accessibility-related questions and make recommendations to improve support and provide information on our services for guests with disabilities
• Communicate efficiently through video/phone calls and balance multiple chat interactions and computer applications while being engaged and comfortable in video calls
• Assess the level of support needed for different disabilities (e.g., hearing, mobility, visual, cognitive) based on each guest's needs
• Maintain integrity during intensified interactions and difficult conversations, making confident decisions and understanding when to raise concerns to your coordinator or leader
• Meet required departmental metric expectations and efficiency goals when handling guest accounts
• Complete all required company training and compliance courses to ensure that you have the knowledge and skills necessary to deliver exceptional guest service
• Be flexible with your work schedule, including overtime, weekends, and holidays, to ensure that our guests receive the support they need

Qualifications and Skills

To be successful in this role, you will need to have a strong background in sales and service, with experience in a customer service or contact center environment. You should be knowledgeable about our services and products, with a passion for delivering exceptional guest service. Technical abilities and computer proficiency are essential, with the ability to learn and work with various systems and applications, including Microsoft Office Tools and our Guest Service Suite.

Essential Qualifications

• Sales and service experience in a customer service or contact center environment
• Knowledge and interest in blithequark's services and products
• Technical abilities and computer proficiency, with the ability to learn and work with various systems and applications
• Strong problem-solving and decision-making skills, with the ability to handle confidential information and provide conflict resolution
• Excellent written, verbal, and interpersonal communication skills
• Comfortable asking discovery questions to acquire relevant information from guests to resolve which accessibility service(s) are the best fit or which may require further medical consultation/evaluation

Preferred Qualifications

• Previous experience working with individuals with disabilities or accessibility needs
• Experience in related roles such as Guest Services or Guest Relations, with knowledge of our Services for Guests with Disabilities
• Sales and closing skills, with the ability to overcome objections
• Bilingual, with the ability to communicate effectively with guests who speak multiple languages
• Knowledge of Theme Parks, Guest, and Cast Tools, including Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, and Avaya

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As an eCommerce Specialist - Video Chat, you will have access to a range of training and development opportunities, including paid training classes and ongoing coaching and support. You will be encouraged to take ownership of your career, with opportunities to move into leadership roles or explore other areas of the business.

Work Environment and Company Culture

Our work environment is fast-paced and dynamic, with a focus on delivering exceptional guest service. We are a team-oriented organization, with a culture that values diversity, inclusion, and respect. We believe in creating a work environment that is supportive, collaborative, and fun, with a range of perks and benefits to ensure that our employees are happy and fulfilled.

Compensation and Benefits

We offer a competitive salary and benefits package, with a starting pay rate of $18.90/hour. Our benefits include a range of perks, such as paid time off, holidays, and access to our theme parks and resorts. We also offer a range of development opportunities, including training and education programs, to help you grow and develop in your career.

Conclusion

If you are passionate about delivering exceptional guest service and are looking for a challenging and rewarding role, we invite you to join our team as an eCommerce Specialist - Video Chat. With a strong background in sales and service, technical abilities, and a passion for working with guests with disabilities, you will be an integral part of our team. Apply now to take the first step in an exciting and rewarding career with blithequark.

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